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Advancements in breakthrough life sciences applications are limited by enzyme and reagent quality. Let's change that.
Associate Director – Scientific Support
Location
Colorado
Posted
85 days ago
Salary
$150K - $170K / year
Seniority
Senior
Job Description
Associate Director – Scientific Support
Watchmaker Genomics
• Provide strategic leadership and direction for the Scientific Support function, aligning support strategy with company commercial objectives, product roadmap, and customer success goals • Build, lead, and develop a high-performing Scientific Support organization, including hiring, organizational design, performance management, and career development • Establish and scale global Scientific Support infrastructure, including support workflows, and knowledge management systems • Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, response times, and resolution outcomes • Serve as the senior technical escalation point for complex customer issues, working cross-functionally to drive resolution and root cause investigations • Partner with Commercial Leadership to support strategic accounts, key collaborations, and revenue-driving opportunities through technical engagement and scientific partnership • Work closely with Product Management and R&D to translate customer feedback, field insights, and support trends into product improvements, new product requirements, and roadmap input • Lead Scientific Support involvement in new product development and commercialization, including beta testing programs, workflow validation, early adopter support, and launch readiness • Collaborate with Quality and Operations teams on complaint investigations and documentation. • Oversee the creation and maintenance of technical documentation including troubleshooting guides, application notes, protocols, FAQs, and training materials • Partner with Commercial Operations to analyze support trends, product performance, and customer adoption patterns to inform business strategy • Support customer visits, scientific presentations, workshops, conferences, and key opinion leader engagements as needed
Job Requirements
- Strong scientific foundation with the ability to communicate complex technical concepts clearly
- Proven experience managing technical or applications-focused teams
- Demonstrated troubleshooting expertise in molecular biology workflows
- Strong cross-functional collaboration skills across Commercial, Product, R&D, and Marketing teams
- Customer-focused mindset with strong problem-solving abilities
- Willingness to travel (up to 25%) to support customers and conference activities
- Master’s degree in Molecular Biology, Biochemistry, Genetics, or related field
- 12+ years technical support with 4+ years management experience
Benefits
- Flexible Time Off
- Holidays
- employer covers 75% of base medical plan with buy-up options
- EAP (employee assistance program)
- employer paid dental with a buy-up option
- employer paid vision
- employer paid $25,000 life/AD&D policy
- paid parental leave
- 401(k) retirement plan with a 4% match
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